Hummer Paving

We would like to clarify some information. The customer requested the software that would allow them to update the maps ate their leisure. While we had it here we offered to upload the new maps at the same time as a convenience for the customer. During the software download the car was positioned inside our service garage behind the technician's bay and running as required while the download was taking place. Another one of our technicians needed to move the car to get another car by and by habit turned the car off. We do know who has access to our customer's cars while they are under our control and this was simply an honest mistake. The result was the module crashing and we fixed it at our expense.While we were investigating the customer's complaint about the camera operation we notice their was water in the camera. As a result, we replaced the camera and it was operational after the replacement. It is my understanding from the customer that it is currently not working and may need the equalizer. We are happy to provided the parts and labor for this at no cost to the customer.As for the car wash, there were several signs posted that our automated car wash was not operational. As a result we were trying to hand wash as many cars as we could and were offering all of our customers a free wash when our machine was back up an running. Of course we will provide this as well

Good afternoon, I am writing in response to the letter we received regarding the grievance submitted by ID ***.On Thursday, July 20th the customer referenced above, dropped his car off to have the transmission looked at for a while when slowing down, requested the Map Update, transmission flush
and stated when using the backup camera it would go on and off.While performing the map update, the system from Volvo crashed causing the ICM (Information Control Module) to also crashWe opened a case with Volvo (#***) and they instructed us to replace the ICM since it was no fault of the customer, we were able to Warranty the ICM, the initial map update ($value) and ICM software neededOn Friday, July 21st at 12p a transformer blew causing all of our buildings to lose power, internet and phonesWe were without power for the remainder of the day.Due to the power outage, our parts department was unable to order the ICMThe part was ordered on 7/and over nighted to get here for TuesdayThe part arrived on Tuesday and I called the customer when the part had been installed and let him know the shop foreman was going to take over with the software downloadsThe software download stated 2.5hrs which I communicated to the customer as wellDuring the download, a technician shut the car off to move it out of the lane which unfortunately added an additional 1.5hrsI immediately communicated that to the customer and told him I would call him when the car was ready.As the customer did not pay for anything for this particular repair, we have already made a billing adjustment as he would have been responsible for the map update ($185).Best Regards,Deborah * S***

I did an extensive investigation into the damage on *** ***'s vehicle. There is no way the lift could have damaged the car where the damage is and I explained my findings to *** ***. There are also multiple other areas where *** ***'s car is damaged. We had previously
asked *** *** to have his insurance company inspect the many damaged areas on *** ***'s car and to look at the damage he claims we did and see what there opinion was as to whether or not they believed we damaged the car. He refused. That being said, I spoke to *** *** yesterday and indicated that despite the damage not occurring here, we would repair the car at our expense so I am a bit surprised at the complaint since we already agreed to fix the damage at our expense

*** *** was not charged the $35. It is listed on the receipt as COD, but charged to the extended warranty company. There is no action required on our part as *** *** never paid this fee. It is simply a reimbursement to us from the warranty company for the cost of the loaner
car.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: this is the exact same response they posted initiallySo I will post mine again as well.I am ALSO rejecting this response because: their service was horrible and they did not address the issues they claim to have addressedI brought my car to Don Beyer Volvo (Falls Church) in to have four issues fixed on 7/20/at 9amI DID NOT request a Map UpdateI requested a SOFTWARE UPDATE so that I can update maps myself via USB later on my ownThis is a well-known software update offered by VolvoPerhaps this is what *** *** meant to say in her reply, but her phrasing explains a distinctly different issueRegarding the associated system crash and destruction of my IAM modeule: I was informed by my service associate, Sherwin J***, that the part was ordered on Friday 7/and that it might come in that same day, or perhaps Saturday 7/22, or else Monday 7/I did not receive my car back until the following Tuesday 7/The backup camera problem WAS NOT FIXED at allThere are three very important points hereThe first is quite simpleThe camera still does not workHere is a video of the camera, still broken, that I took earlier today 7/31/17: http://www.***.com/***The second is that Volvo has a service bulletin on this issue:** ***It clearly states that in order to solve the problem, an equalizer must be installedIt DOES NOT state that the camera needs to be replacedSo in addition to not fixing the problem, they performed the wrong corrective procedure.The third is that the service invoice states "REPLACED CAMERA" and then lists the approval code and associated chargesThere is an extra charge on that invoice of a loaner for $My loaner was complimentary and arranged prior to the service appointmentSo it appears as though Don Beyer Volvo inflated the charge for this item so that they could receive more money from the warranty companyHere is an image of the invoice in question: ***I'm not even sure if that's legal to do.So in short, a) the camera was not fixed, b) replacing the camera is not what Volvo prescribes for this problem and c) extra charges were applied to receive a slightly higher payout from the warranty companyTransmission Whine: when coasting or gently slowing down there is an audible whine from the transmissionThis is still the caseIt was not fixedTransmission Flush: I have no way to verify this currentlyI have a service appointment scheduled for next week to see if the fluid was in fact changed and filled to the appropriate levelI will file a separate complaint with the appropriate organizations if this service was not performed.As an aside, I was told twice on 7/that my car "would be ready soon" but it was getting washedWhen the car finally was ready after the close of business (6pm) I drove out to pick it upThere was a sign at the cashier's desk stating quite clearly that the "washer" was out of service and to please accept their apology for the inconvenienceSo either *** *** is completely out of touch with what is going on in her service shop, or she simply lied to me about the "washing up." My car was filthy and clearly had not been washed at all.Given that the backup camera no longer works, I am now also requesting a refund of the $charged: $to me (deductible) and $to Fidelity Warranty Services.Sincerely,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]? Complaint: ***
I am rejecting this response because:Neither I nor the insurance company should have been charged for the loaner carIt was complimentaryThis is an invalid chargeThe warranty company should be reimbursedFurthermore, the work done under warranty took less than 1hr to perform, so no loaner should come in to play for that work regardless.Regards,
*** ***